Quality Analyst - Cantonese

Teleperformance International; George Town; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading customer service provider in Malaysia is seeking a Quality Analyst to support their Customer Service team. This role involves ensuring performance standards are met, providing guidance, and conducting data analysis. The ideal candidate will have a Bachelor's degree and at least one year of QA experience in a call center. Proficiency in both Cantonese and English is required. This position will offer rotational shifts to adapt to team needs.

Qualifications

• Minimum 1 years’ experience as QA in a call center.
• Ability to work on rotational shifts (3 shifts / 5 working days).

Responsibilities

• Conduct root cause and data analysis.
• Conduct QA evaluations per client requirements.
• Act as escalation point for process questions.
• Serve as Subject Matter Expert for QA evaluations.
• Participate in continuous improvement projects.

Skills

Proficiency in Cantonese and English

Strong analytical skills

Education

Bachelor’s degree or equivalent diploma

Job description

We are looking for a Quality Analyst to join our team at Teleperformance Malaysia. In this role, you will act as a key support for our Customer Service team by sharing your expertise, providing guidance, and ensuring that performance standards are consistently met.

Qualifications

• Bachelor’s degree or equivalent diploma in any discipline.
• Candidate must be able to work on rotational shift (3 shift / 5 working days).
• Minimum 1 years’ experience as QA in call center.
• Proficiency in Cantonese and English (spoken and written).

Responsibilities

• Conduct root cause and other data analysis.
• Conduct QA evaluations per client requirements and provide QA progress reports to team lead.
• Act as escalation point of contact for process questions, issues and resolution.
• Act as Subject Matter Expert (SME) for QA evaluations.
• Participate as project team member in problem prevention and continuous improvement projects.